Our Business

Every year we review our Business Plan to ensure that we are achieving our objectives and to take account of any changes in the social housing market place and local business community.

Corporate Themes 2010 - 2015

1. Customer & Community Involvement

Our customer and community involvement activities will be:

• Delivered in a 'joined up' way with our partners
• Accessible and used by all our diverse customer groups
• Innovative and engaging
• Effective
• Leading best practice

2. Customer Service

Our customers will:

• Choose us first
• Rate us amongst the best
• Recommend our products and services to others
• Be implementing Neighbourhood Agreements with us and setting and monitoring local standards and targets
• Be regularly scrutinising our services and helping us drive continuous improvement

3. Homes & Services

Our homes and services will be:

• Attractive to customers
• Environmentally Friendly
• Recognised locally and nationally for quality
• value for money
• Delivered 'right first time'

4. Continuous Improvement

We will have:

• Demonstrated year on year improvements in our standards across all homes, products and services
• Increased our score against the Business Excellence Model

5. Development of safe and sustainable communities

We will have:

• Delivered the districts Sustainable Community Strategy, achieved Local Area Agreement targets and attracted further reward money in to the district
• Supported the development and implementation of Total Place
• Worked with our partners, contractors and suppliers to provide local employment opportunities
• Contributed to the local economy by procuring goods and services locally and employing local people wherever possible
• Re-invested surpluses from our commercial activity for the benefit of the community

6. Training and Development

We will:

Be recognised for excellence in the provision of training and development services to:-

• Board Members
• Employees
• Tenant Representatives
• Apprentices, students and graduates
• Communities

7. Effective Governance

We will build on our current good practice to ensure we continue to have governance arrangements that are:

• Modern and flexible
• Meet the requirements of our regulators
• Maximise the use of technology
• Are value for money
• Recognised for excellence

8. Excellence

We will have:

• Achieved appropriate industry quality standards for all areas of our business
• Increased our score against the Business Excellence Model
• Been externally recognised as one the best providers within our key business areas

9. Efficiency & Sustainability

We will have:

• Embedded Lean principles across the Group
• Achieved 5% efficiency savings year on year
• Met the targets in our sustainability strategy

10. Expansion & Diversification

We will have:

• Achieved 5% growth in our housing stock and commercial and community activities
• Maximised opportunities to create new partnerships and strategic alliances
• Expanded our products and services to meet new and existing customer needs and aspirations
• Grown the business without compromising services to our core customer groups

Details of the objectives and targets for each year are contained in annual plans produced by each service.